Retail

Drugstore + Pharmacy Customer Experience

Understanding the wants and needs of your customers is vital to running a successful drugstore/pharmacy brand. Keeping an up to date database of this knowledge can help you provide better value to your customer, and in turn become an leader amongst your competition. As result of a changing healthcare atmosphere, providing an outstanding Customer Experience can be key to establishing this industry dominance.

Drugstores performing well are strategically focused on creating a growing base of brand ambassadors through high-quality customer service, a well-stocked supply of products, as well as competitive pricing and geographic locations.

Drugstore + Pharmacy Retail Mystery Shopping

Mystery Shopping and Secret Shopping programs for drugstores and retail pharmacies can help contribute to this Customer Experience because it helps unlock knowledge regarding the wishes of your customers. Second To None is a valuable resource in this field because of our extensive knowledge regarding mystery shopping, our team of dedicated experts, as well as our vast collection of independent contractors across the United States and Canada.

Drugstore + Pharmacy Retail Voice of Customer

An active voice of customer feedback program is valuable to drugstore and pharmacy brands because it provides a direct line to the customer. In a world in which the consumers’ options have become exponentially greater, having the ability to connect with and adapt to your customer can be a differentiator between growth and stagnation.

An ideal voice of customer feedback survey initiative will deliver a rich set of information, including:

  • Customer satisfaction regarding products and service
  • Likelihood of your customers to both return and recommend (and why)
  • Valuable information about areas of improvement for Customer Experience
  • Comparative knowledge regarding different store locations

Drugstore + Pharmacy Retail Compliance Audits

It is imperative that your drugstore and pharmacy brand is taking steps to ensure that your employees and the brand itself is maintaining complicit practices regarding the sale of regulated products like prescription drugs. This is especially important within this sector because of the underlying consequences that can occur if your brand does not remain compliant. A compliance audit program should help answer, among many others, these key questions:

Are sales associates and pharmacists following the protocols to which they have been trained?
Do our customers receive the value that we envision?
Does each store uphold brand standards related to appearance, merchandising, displays, etc.?
Are associates and pharmacists knowledgeable, helpful, professional and engaging?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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